Long Term Care Claims Representative – Servicing

Company Overview

At Genworth, we empower families to navigate the aging journey with confidence. We are compassionate, experienced allies for those navigating care with guidance, products, and services that meet families where they are. We bring those experiences to serve millions of policyholders each day. We value diverse perspectives and are committed to inclusion, creating belonging for all associates. We invest in local communities through grants, event sponsor ships, and employee volunteerism.

• Make it human – we care about the people that make up our customers, colleagues, and communities.
• Make it about others – we do what’s best for our customers and collaborate to drive progress.
• Make it happen – we work with intention toward a common purpose and forge ways forward together.
• Make it better – we create fulfilling careers by learning from the world and each other.

Long Term Care Claims Representative – Payment Servicing

Remote – eligible for applicants residing in states/locations in the Eastern or Central Standard Time zones (list of states omitted for brevity).

During training: 8:00 AM–5:00 PM EST. After training: 8:00 AM–5:00 PM EST. Schedule may adjust slightly in the future based on business needs.

As an Operations team member, you’ll deliver world‑class customer service and support policyholders throughout the claims process. Working with the Eligibility and Contact Center teams, you will process and pay long‑term care claims while ensuring compliance with policy provisions and internal guidelines.

• Manage and prioritize a work queue and multiple responsibilities in a fast‑paced environment with aggressive deadlines.
• Adhere to Standard Operating Procedures to ensure consistency in claims practices and resolution.
• Make complex claim‑payment decisions based on knowledge and policy provisions.
• Apply critical thinking and problem‑solving skills to adjudicate claims, process transactions, and process payments.
• Interact with policy holders, powers of attorney, agents, facilities, and other entities via incoming and outbound calls.
• Collaborate and communicate effectively; seek solutions rather than just identify problems and partner with teams across sites to achieve common goals.
• Provide training and support to others, including creating training materials, mentoring, and participating in buddy programs.
• Share insights, best practices, and knowledge within Payment Servicing and with supporting departments such as QA, IT, Compliance, Eligibility, and Contact Center.
• Maintain flexibility to perform tasks outside of the role as needed, with provided training and guidance.
• Participate in virtual classroom training for the first several months, actively engaging and completing all training requirements. Employees are required to be on camera during all training sessions, meetings, and as needed per request.
• While working remotely, provide a safe and secure workspace free of distractions, including but not limited to child or dependent care, and retain a stable and secure internet service provider with a bandwidth of at least 50 Mbps.

• Minimum 2 years’ experience in professional customer service in a corporate setting, preferably with a medical, financial background, or specifically in Long Term Care.
• High school diploma or equivalent military experience.
• Ability to successfully complete virtual “classroom” training prior to transitioning into job responsibilities; requires on‑camera participation and meeting all training requirements.
• Proficiency with Microsoft Office applications (Word, Excel, Outlook, PowerPoint, Teams, etc.).
• Professional, empathetic demeanor in all interactions, with a strong commitment to serving and supporting customers, particularly within the aging population.
• Knowledge of medical terminology, diseases/diagnoses, and ability to understand and interpret contract language, disability processes, nursing home licensing, and rehabilitative requirements.
• Critical thinking, problem‑solving, conflict resolution, and collaboration skills. Clear verbal and written communication skills, with the ability to explain insurance…